Lead CSM: Premier Accounts & AI Adoption (Remote)

Relativity; Delaware; Hybrid; USD 100,000 - 150,000; Full time

Job summary

Relativity is seeking a Lead Customer Success Manager to drive Premier-Tier outcomes, lead cross-functional teams, and advance AI adoption with governance and change management. You will own strategic executive relationships, renewals analytics, and success planning across complex accounts.

You will serve as a methodology leader, coaching peers, and shaping the CSM practice with scalable playbooks and VO quality standards, contributing to the company’s long-term customer success strategy.

Qualifications

• 7–10 years in Customer Success or Strategic Account Management with enterprise relationships.
• Proven ability to develop team methodology, playbooks, or enablement assets that improve peer performance.
• C-suite credibility: able to lead exec-level conversations and influence strategic decisions.
• Deep AI fluency: advise on aiR adoption strategy, governance, workflow defensibility, and AI-enabled legal practice transformation.

Responsibilities

• Own Premier-Tier Customer Outcomes: orchestrate the PSP catalogue, coordinate the account team, and own the customer’s success program quality.
• Own customer health; build the renewal business case daily.
• Lead ROI Summaries, benchmarking reports, and executive Business Reviews quantifying impact.
• Build VO champion relationships for referenceable outcomes used by Marketing and Sales.
• Lead AI adoption and change-management as an exemplar; guide governance and risk posture with GCs and senior partners.
• Train and coach CSMs on VO quality, AI governance conversations, and success planning.

Skills

Account Management

Collaboration

Communication

CRM

Customer Relationships

Retention

Customer Success

Relationship Management

Strategic Planning

Team Leadership

Tools

Gainsight

Job description

Relativity is seeking a Lead Customer Success Manager to drive Premier-Tier outcomes, lead cross-functional teams, and advance AI adoption with governance and change management. You will own strategic executive relationships, renewals analytics, and success planning across complex accounts.

You will serve as a methodology leader, coaching peers, and shaping the CSM practice with scalable playbooks and VO quality standards, contributing to the company’s long-term customer success strategy.